In association with Maritz Research, The Institute for International Research (IIR), invites you to join us for a one hour complimentary Web Seminar 

When: 21-May-08, 2:00 P.M. – 3:00 P.M.
Time Zone: Eastern Standard Time (US and Canada)
Cost: FREE - Online Registration is OPEN

WEB SEMINAR DESCRIPTION: 

Is customer loyalty an attitude? A behavior? Both? Can customer loyalty be measured? If so, what is the best approach? And if customer survey ratings are to be used for measuring loyalty, which ratings provide the best information?  And is loyalty the right construct for your business, or something else?

Join D. Randall Brandt, Ph.D., Vice President, Customer Experience and Loyalty Research, Maritz Research, as he addresses these important questions and presents a blue-print organizations can follow for developing a customer loyalty measurement that provides a solid predictor of business growth and results.  

Knowing what’s best to measure has challenged researchers for decades. Dr. Brandt explains how companies can determine what measurement best fits their business. In his presentation, he advocates organizations establish their own Core Customer Metric – a unique tool that better positions companies for measuring customer affinity and serves as a leading indicator of business results.

Don’t miss this program!

What You’ll Learn:

• How “knowing what’s best to measure” may vary by market and industry
• The process required to develop and validate a Core Customer Metric
• Case illustrations and lessons learned

Who Should Attend?

• EVP with corporate responsibility for Voice of the Customer & Loyalty Programs
• Customer Experience & Customer Satisfaction Managers
• Brand and Product Managers
• VP’s of Marketing
• Marketing Researchers
• Marketing Directors/Managers
• Strategic Planners

Speaker:
D. Randall Brandt, PhD, Vice President Customer Experience and Loyalty
Maritz Research

 
About the Speaker:

D. Randall Brandt is Vice President Customer Experience and Loyalty at Maritz Research. Dr. Brandt has assisted more than 180 manufacturing and service firms in Asia, Australia, Europe, and North America in designing and implementing approaches to (a) customer experience and loyalty management; and (b) linking the voice of the customer to business processes and results. He regularly teaches seminars on the above topics for the American Marketing Association. He also serves as a member of the Maritz Research Leadership Council.

Dr. Brandt holds a B.S. from Purdue University, a M.A. from Indiana University and a Ph.D. from Michigan State University. He is a former member of the faculties of Rensselaer Polytechnic Institute and the University of Texas at Dallas. Brandt currently is a member of the American Marketing Association, the American Society for Quality, and the Society for Industrial and Organizational Psychology.

Maritz Research Inc. provides actionable intelligence to achieve business success by identifying and understanding gaps between brand promise and brand performance.